About the role

As a Customer Support Team Lead, you will manage the day-to-day operations of our North America customer support team, ensuring a seamless and consistent experience for our customers. Driving regional operational excellence, coaching and developing Customer Support Engineers.

Requirements

• 5+ years of experience in Customer Support for SaaS or enterprise software
• 2+ years managing teams or informal leadership roles within a Support organization
• Experience with Salesforce administration or highly customizable softwares
• Proven ability to carry an active support caseload while contributing to team operations and performance
• Strong analytical skills and experience using support tools (Zendesk, Salesforce Service Cloud, Intercom, Freshdesk)
• Excellent proactive communication and cross-functional collaboration skills
• Familiarity with AI-powered support tools, knowledge management, and proactive support strategies - Preferred
• Bachelor's degree or equivalent experience - Preferred

What you'll do

• Manage an active caseload as a product expert, primary escalation point for critical regional customer issues
• Participate in on-call rotation (once every 4-6 weeks)
• Lead, mentor, and develop a small team, conducting regular one-on-ones and coaching
• Manage onboarding and training programs
• Oversee daily queue health, ensure SLA adherence, drive team KPIs (CSAT, response times)